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Question #41 Topic 1

Identify the missing words in the following sentence:

A user is [?] that uses services.

A. an organization

B. a role

C. a team

D. a supplier

Correct Answer: B

Community vote distribution

B (100%)

Question #42 Topic 1

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed Most Voted

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

Correct Answer: B

Community vote distribution

B (100%)
Question #43 Topic 1

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

B. Authorizing changes to implement improvements

C. Logging and managing incidents that result in improvement opportunities

D. Making business cases for improvement action Most Voted

Correct Answer: D

Community vote distribution

D (100%)

Question #44 Topic 1

In which step of the 'continual improvement model' is an improvement plan implemented?

A. What is the vision?

B. How do we get there?

C. Take action

D. Did we get there?

Correct Answer: C

Community vote distribution

C (100%)

Question #45 Topic 1

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security issue

C. The installation of a software application in response to a service request

D. The replacement of a component in response to a major incident

Correct Answer: C

Community vote distribution

C (100%)
Question #46 Topic 1

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents

B. Service requests and their fulfilment should be automated as much as possible Most Voted

C. Service requests that cannot be automated should be handled as problems

D. Service requests and their fulfilment should be carried out by service desk staff without automation

Correct Answer: B

Community vote distribution

B (100%)

Question #47 Topic 1

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain Most Voted

C. The ITIL guiding principles

D. Continual improvement

Correct Answer: B

Community vote distribution

B (100%)

Question #48 Topic 1

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management Most Voted

B. Change enablement

C. Service request management

D. Problem management

Correct Answer: A

Community vote distribution

A (100%)
Question #49 Topic 1

Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency changes

B. Change authorities are assigned when each change is deployed

C. Change authorities are only required for authorizing normal changes

D. Change authorities are assigned for each type of change and change model

Correct Answer: D

Community vote distribution

D (100%)

Question #50 Topic 1

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A. Service request management

B. Service level management

C. Incident management

D. Change enablement

Correct Answer: C

Community vote distribution

C (100%)

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